Workforce Trainer in Quezon City at TTEC

Date Posted: 2/4/2018

Job Snapshot

Job Description


 
Workforce Management Trainer
 
GWFM Trainers are responsible for registering WFM members for classes, facilitating new hires trainings, as well as all applicable client trainings. GWFM Trainers provide, coordinate, analyze and consolidate all necessary data in order to deliver training in a timely and accurate manner following client requirements and company standards. GWFM Trainers are expected to have a thorough working knowledge of Workforce Management Processes, TeleTech’s policies and procedures as well as client requirements related to training duties. Trainers are responsible for the overall outcome of new hires classes and client required trainings.
 
Key Performance Objectives
1. Achieve 100% of training completion goals. GWFM Trainers are responsible for facilitation of new hires classes, as well as all applicable client trainings. GWFM Trainers have daily, weekly, and monthly training goals, which must be achieved on time. GWFM Trainers prepare, monitor, update and share training reports. Provide support to WFM member if needed after the completion of training. (Time management, achievement motivation, results orientation, efficiency, accountability)
2. Learn key business objectives, timeframes, and requirements associated with each training goal and class. Have a high level of knowledge of training practices and policies and having a thorough understanding of systems that support those functions. Adapt quickly to any changes in the training process. Be able to troubleshoot and report issues that will impact GWFM department systems. Understand the requirements for each training/class while strictly adhering to TeleTech policies and client requirements. (Attention to detail and process, follow-through, technical knowledge, ability to learn)
3. Understand and improve the key success metrics associated with each training goal. These include : Associate Performance 30 days post-training Training Attrition Training Satisfaction ERGM GWFM Trainers are held accountable for training completion. They keep track of training attendance. Accountable for employee satisfaction with training. GWFM Trainers schedule, prepare, and deliver training, as well as participate in efforts to constantly look for opportunities to improve current process and communicate their ideas to their team lead or manager regularly. (Innovation, creativity, collaboration, communication, achievement motivation)
4. Deliver consistent high quality customer service. Respond to all customer (internal/external) requests within the established time frames. Maintain a positive, respectful and caring attitude when working with others. Communicate problems clearly and reassures customers that issues will be resolved quickly and delivers with minimum long term impact. Proactively share all issues with management. Take personal responsibility for solving and finding solutions. (Customer focus, friendly, helpful, accountability, diplomacy, communication)
5. Escalate training issues as appropriate. Clearly identify issues including the scope of the problem and relative urgency. Provide clear documentation of the issue to the appropriate team. Answer questions and assist in isolating the root cause of problems. Participate in testing solutions to ensure problems have been resolved. (Analysis, problem solving, judgment, communication, system troubleshooting)
  
Basic Qualifications
  • Strong understanding of Teletech’s business, core values, and goals
  • Great interpersonal skills in dealing with a diverse population
  • Open, honest, and empathetic manner when dealing with people
  • High customer service orientation
  • High level of integrity, honesty, and judgment
  • Ability to respect and ensure strict confidentiality of customer data
  • Demonstrated multi-tasking capability and proven success in fast paced environment
  • Strong attention to detail and desire to follow procedures
  • Strong verbal and written communication skills
  • Proficient English, both written and verbal
  • Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos, forecasting and Schedule tools (NICE, Aspect, etc) or ability to learn technology quickly
  • Background in training and/or adult learning

 
Preferred Qualifications
  • Knowledge in WFM processes and call center business
  • At least 2 years of Call center experience
  • Reporting
  • At least 18 months experience in WFM
  • Trainer Certification

 
 
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